Associate Customer Success Manager

Summary:
Edmentum is committed to making it easier for educators to individualize learning for every student through simple technology, high-quality content, actionable data, and customer success. Founded in innovation, Edmentum’s powerful learning solutions blend technology with individual teaching approaches. We are dedicated to being educators' most trusted partner in creating successful student outcomes everywhere learning occurs. Our commitment is built off the emphasis we place on our core values: passion, people, respect, collaboration, and performance.

We hire mission-driven individuals who are eager to apply their educational expertise in a fast-paced environment that delivers the tools that educators need to bridge the divide between implementation and outcomes. If you constantly strive for excellence, are passionate about innovation, and want to work with a collaborative, energetic team - then Edmentum is for you.

As a Customer Success Associate Manager, you will maximize client renewal rates by cultivating implementations that get results. You will support customer goals and drive adoption of best practices focused on creating successful student outcomes everywhere learning occurs. You will work with a large number of small accounts in partnership with the Account Representative.

This role requires strategic thinking, effective communication at all levels within districts, tenacity, and attention to detail to keep implementations on track.

You can expect to:
Be a subject matter expert who owns the implementation of program outcomes from start to finish. (Develop deep knowledge of Edmentum’s products and demonstrate deep understanding of State accountability plans, assessments, curriculum requirements, and key classroom trends.)

Design client-facing implementation plans and timelines by learning about client resources, conducting a needs analysis, and determining goals and evaluation metrics. Serve as an escalation point to facilitate the resolution of unexpected issues. Develop and communicate risk management plans as needed to ensure successful implementation outcomes. (Notice patterns and figure out how to solve challenges before they become problems.)

Prioritize efforts based on risk, growth, strategic value, and renewal timeframe.

Monitor and maintain high levels of customer satisfaction, while managing expectations. (Check in with customers to make sure we’re meeting their needs and achieving expected outcomes —with the goal of bringing more exceptional experiences to people across our customer base.)

Increase adoption of Edmentum programs by providing strategic thought partnership. (Establish strong relationships both internally and externally to drive programs forward, build capacity, increase fidelity, and ensure the achievement of customer goals and outcomes.)

Ensure all stakeholders have a 360-degree view of customer health. (Ensure that communications, schedules, and customer records are accurately maintained and up to date.)
Support sales by demonstrating credibility and high levels of expertise in meetings. Partner with Sales to promote the future growth of the company based on exceeding revenue and retention goals.

Education and/or Experience:
• Master’s degree in Education strongly preferred
• 5+ years of combined experience leading education technology implementation
• Strong leadership skills
• Ability to leverage 1: many strategies, communication tools, and campaigns
• Ability to prioritize efforts to maximize renewal outcomes
• Ability to communicate persuasively and effectively both verbally and in writing across all levels of a district, from superintendent to teacher
• Knowledge of current educational trends, research, and state-specific requirements
• Strong listening and questioning skills to gain a strategic understanding of partner needs and challenges
• Strong understanding of curriculum and instruction
• Ability to be broadly focused and manage multiple efforts concurrently
• Strong problem-solving skills to help districts overcome barriers and maximize adoption of best practices
• Ability to analyze usage and student performance data to make data-driven recommendations
• Confidence to identify and communicate implementation missteps with clients
• Ability to work in fast-paced, changing, and ambiguous environments
• Self-motivated, proactive individual who thrives on doing a job well, exhibits passion, enthusiasm, and a positive outlook
• Passion for driving change in education
• Ability to travel up to 40%